The Seattle Times Service Desk Analyst in Seattle, Washington
The Seattle Times is seeking a creative, motivated, and positive self-starting Service Desk Analyst that thrives in a self-managed work environment. The Service Desk Analyst is the single point of contact for our internal business partners seeking assistance and support with the company?s intranet, desktop devices, and all business applications. This person will triage issues and follow through to ensure complete resolution.
The Service Desk Analyst commits to delivering an outstanding customer experience while gaining business partner confidence and loyalty through skilled problem solving and resolution follow through. The Seattle Times business and technical environment is complicated, which requires a Service Desk Analyst who thrives on overcoming challenges and learning new skills quickly and on the fly.
Responsible for maintaining IT Service Management (ITSM) ticketing application workflows and responding to all incoming incidents and service requests within the required service level agreement.
Provides timely responses to all issues, updates internal customers on statuses, solicits additional information and troubleshoots issues if appropriate.
Identifies and escalates situations requiring urgent attention or tickets left unattended in queue
Handles all incidents and service requests with exceptional customer service in-person or over the phone.
Ability to lift 50 pounds, some physical duties assigned such as recycling electronics, packing boxes for shipments.
Troubleshoot and repair hardware ?hands-on?.
Learns and keeps up to date with, service desk policies, procedures, and offered services
Watches trends that indicate potential problems and eliminates or escalates problems before they occur where possible
Regular schedule of M-F approx. 8am-4:30pm
Problem Solving and Resolution follow through
Regular communication with team members, customers and department management is expected through email and voice message to report progress on project work.
Flexibility to do projects and duties as assigned
Experience: Two to four years of relevant work experience. At least two years? experience working with one or more ticketing systems.
Education: High School Diploma required
Excellent Customer Service Skills with a variety of customers
Must have a high degree of commitment and job ownership (This position is part of a small team and as such requires appropriate dedication)
Must be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
Ability to prioritize tickets and incoming issues appropriately.
Must possess the ability to think ?outside the box? and troubleshoot naturally with deductive reasoning
Must possess the ability to work with or without direct supervision and follow instructions when given
Working knowledge of common operating systems and software applications (Specifically, Windows, Microsoft Office, and Mac OS)
Ability to learn quickly
Knowledge of commonly used concepts, practices, and procedures for end user technical support
Ability to learn technical aspects of all business applications
Punctuality and commitment to scheduled hours
AS or BS in Computer Science, Information Systems, or related field
CompTIA A+ Certification
Understanding of ITIL principles or willingness to learn
Proficient to expert in Microsoft Office/365 and SharePoint
Past work experience in a high-traffic customer service setting
Experience with Active Directory